Board Connect
Twice a year we hold Board Connect sessions to build a closer relationship between our residents and the Board.
We hold sessions in April and November, with aim of supporting discussion between customers and the Board, and to help ensure that Board decision-making is informed by customers’ needs and views on the services they receive.
In these sessions residents are given the opportunity to hold conversations and ask questions directly to the Board, with every question given a response.
Below you'll find the notes for the two most recent sessions along with the outcomes of each of them.
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You said, we did - Board Connect notes November 2025
You said
We did
Shared and communal areas, including cleaning, carpets and outside spaces, have a big impact on whether customers feel proud of where they live.
We will use this feedback to help shape the Homes and Place Standard, making sure shared and outside spaces are considered as an important part of customers’ homes and neighbourhoods.
Some customers would like clearer, more consistent standards across different estates and schemes.
We will consider how the Homes and Place Standard can support a more consistent customer experience, while recognising that different places may need different solutions.
There needs to be a clearer and more consistent approach to electric vehicle charging, including charging for mobility vehicles.
We will consider a consistent policy for electric vehicle charging, including the needs of customers who use mobility vehicles.
Accessible homes need to work well in practice, not just on paper. Customers told us that gardens, switches, heating systems and other features are not always easy to use or understand.
We will review the support and information customers receive at the start of their tenancy, including whether this should include more bespoke information about each home and more in-person support.
Customers with disabilities and other personal circumstances need services to be flexible and responsive to their needs.
We will consider this feedback as part of service redesign, including how we explain when additional information, such as an Occupational Therapist report, is needed.
Outside space is part of the home and should be valued as such.
We have heard this clearly and will reflect the importance of outside and shared spaces in our approach to homes and places.
Repairs should focus on getting the issue fixed properly first time, with the right people, equipment and knowledge.
We will use this feedback to support our focus on improving repairs, including better diagnosis and a stronger first-time-fix approach where possible.
Customers value security, community spirit, self-supporting activities, attractive design features and nice views.
We will continue to recognise the things customers value most and consider how our homes, places and services can support pride, belonging and community.
Customers want to be treated with respect, with clear, commonsense and non-patronising communication.
We will use this feedback to reinforce the importance of respectful, clear and practical communication across our services.
Customers would welcome more local knowledge and presence from Curo colleagues.
We are working on a new approach to tenancy management, with more local presence and better neighbourhood knowledge.
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You said, we did - Board Connect Notes November 2024
You said
We did
The Curo side of the buying process was good, but solicitors introduced delays. It would have been helpful to know buyers could use the same solicitor as Curo (providing each party had a different case worker). Curo should provide this information ahead of the buying process.
It’s not best practice to use the same solicitors, although it may be permissible for the seller and buyer to use conveyancing solicitors from the same firm, both parties need to ensure there is no conflict of interest and appropriate safeguarding requirements are met. Appropriate safeguarding, ie different solicitors and office acting for each client to ensure protection of each client’s confidential information, the solicitor must be satisfied that it is reasonable in all circumstances and agree to act for both parties. If a conflict-of-interest situation arises at some point in the transaction, it would not be ideal to be part way through purchasing and to then be told that they have to find a new solicitor as this would result in delays and wasted costs. However, we do suggest using a panel solicitor who specialises in shared ownership to all customers on reservation. A panel solicitor provides the customer a more efficient and uncomplicated process with regards to Title, conveyance plans etc.
Curo should make it clear on who is responsible for shared ownership and provide a focal point for ease of communication.
New Shared Ownership Resident Engagement Group to be launched, focussing on shared ownership customers and working with them to support them and make them feel part of the Curo community.
Curo needs better structure around the middle layer for communication as it’s proving a sticking point for most. Things only seem to be resolved when escalated to senior levels.
Colleagues in the commercial team now have patches and a dedicated colleague name is identified as the property manger for said areas. These will be communicated to our shared ownership customers.
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